Director, Customer Success Operations

🕒 Agosto 9

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 28%

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Tekmetric

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🚘 Automotivo

🤝 B2B

💰 Venture Round em 2022-03

Automotive • B2B

Tekmetric é um software de gestão projetado para oficinas de reparo de automóveis. As empresas podem facilmente criar perfis de clientes, agendar compromissos, realizar inspeções digitais de veículos, fazer upload de fotos, criar ordens de serviço com guias de trabalho integradas, gerenciar inventário, rastrear peças, monitorar o fluxo de trabalho, definir taxas de mão-de-obra personalizadas, taxas da oficina e impostos, enviar mensagens de texto e e-mails para clientes, medir a rentabilidade do trabalho, as vendas brutas, horas de técnicos e muito mais. Ao aproveitar os dados, oficinas de todos os tamanhos podem melhorar a eficiência, produtividade e rentabilidade.

Descrição

• Build and lead the Customer Success Operations team, initially owning Enablement Manager and Data Analyst responsibilities before hiring into those roles • Recruit, develop, and retain operational talent as the team scales • Establish metrics and reporting for the onboarding organization, including kickoff completion, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators • Analyze product usage data, Vitally data, and Salesforce reporting to identify friction points and opportunities • Provide actionable insights and recommendations to the VP and team managers • Design and run internal training for COMs and managers • Keep the team current on product releases, system changes, and process updates • Partner with Product, Support, and Training to translate external changes into internal readiness • Own onboarding workflow design from AE-to-COM handoff through hypercare-to-CS graduation • Drive adoption and optimization of Vitally, Salesforce, and Gong • Eliminate manual processes and build scalable playbooks, automations, and SOPs • Partner on data infrastructure, billing integrations, and tooling decisions • Support the Customer Success team with data, insights, playbooks, and process frameworks • Ensure continuity between onboarding and the CS retention motion • Collaborate with CS leadership on tooling, reporting, and enablement • Advise the VP on OKRs, capacity planning, and organizational design • Translate business goals into measurable operational programs • Contribute to cross-functional initiatives with Sales, Customer Success, and Product

🎯 Requisitos

• 6+ years in customer success operations, revenue operations, or a related field, ideally in B2B SaaS • 3+ years managing or leading teams • Strong analytical skills, including pulling data, building dashboards, and translating numbers into decisions • Experience designing or owning internal enablement or training programs • Ability to map processes end-to-end and identify breakdowns • Clear written and verbal communication skills for executive presentations and SOP writing • Willingness to perform individual-contributor work initially and build the team over time • Experience in a vertical SaaS environment or with SMB customers (nice to have) • Familiarity with onboarding or professional services motions (nice to have) • Experience building or managing a customer success platform (nice to have) • AI tooling experience for analytics, workflow automation, or coaching (nice to have)

🏖️ Benefícios

• Remote work flexibility • Competitive base salary • Generous paid time off • Paid maternity leave • Paid parental bonding leave • Paid medical leave for the employee or loved ones • Medical, Dental, Vision, and Prescription coverage • Employee-only plans covering 100% of premiums • Family plan costs covered at 50% • Free, confidential counseling through BetterHelp • 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% • Flexible Spending Accounts (FSA) • Health Savings Accounts (HSA) • Life and Accidental Death & Dismemberment (AD&D) Insurance • Up to $60/month toward fitness, mental health, or other wellness expenses • $300 home office setup bonus after one year of employment • Support for continuing education • Team and company-wide offsites, with attendance fully supported • Fun activities and office amenities

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